We aim to resolve disputes as quickly as possible while making sure we meet all regulatory and scheme requirements.
If a transaction is unauthorised, a refund is processed within 24 hours once fraud has been confirmed. For other types of disputes, you can expect a decision within 60 days from when the dispute was raised.
To keep you updated, we will send you a weekly email every Thursday with the current status of your dispute until a final decision has been made. We understand that waiting for updates can be frustrating, and we appreciate your patience. Because of the rules governing the dispute process, we are often unable to provide additional updates outside of these scheduled emails.
If 60 days have passed and you have not received an outcome, please get in touch with us.